More and more car shoppers are beginning the process of purchasing a vehicle online. This Digital Transformation is not surprising given that the ease of online shopping provides so many benefits to the customer: convenience, the ability to complete from the comfort of the home, and overall hours saved that would have been spent in the dealership. How can the dealership effectively connect the virtual shopper to the in-store experience? The Virtual BDC.
A Virtual BDC can help you close sales faster by offering instant access to agents who are available 24/7 via phone, text, or email to answer questions, engage with customers, assist with online retailing, and foster relationships that turn potential buyers into loyal customers.
More Car Shoppers Begin the Process Online
Let's talk about the consumer first. Consumers are more comfortable buying cars online than ever before. According to a survey from Cox Automotive, as many as 90 percent of car buyers started their search online in 2018—and that number has exponentially grown over time to over 95% according to Google.
And these shoppers aren't just tire kickers looking at cars on their phones; they're actually purchasing them that way, too. The same study found that more than half of all new car purchases were completed through mobile devices last year, up from just 25 percent five years ago.
With all of this digital action, a dealership must have a process in place to reach out to these customers quickly, with valuable information, and ready to start the relationship between the dealership and the consumer.
Enter the Virtual BDC.
The Benefits of a Virtual BDC
- Your customers expect more. With the rise of social media, your customers have become more vocal about their needs and expectations. They want to talk to a live person who can help them—not just an automated system or website chat function. If you're not giving them that experience, you may be missing out on a lot of opportunities.
- You don't have to worry about benefits, training, and time off (Vacation/Sick). With Virtual BDCs, there are no additional costs like health insurance or paid leave required because they are already covered via the contract that is established between you and your vendor or provider before any employees are hired at all! This means greater savings for companies that don't want those added expenses but need dedicated talent nonetheless.
- You will have 24/7 communication with your customers on the desired channel when they want to engage. You are enabling a personalized shopping experience for each person in the manner they want to engage.
- With the RIGHT Virtual BDC, you will have a team of trained, onshore, automotive experts ready to build relationships with your current and potential customers.
The Digital Transformation is Here
and a Virtual BDC is a great way to transform your dealership into the future.
Digital transformation is inevitable and if you are not leading the way, you will be following someone else. Your physical location is almost always the second impression of your dealership; the first being your website and BDC. The Virtual BDC is a great way to connect these two worlds by helping you improve customer engagement and customer experience while also assisting customers with the online purchasing process.
The process of buying a car has changed dramatically in the past few years, and a Virtual BDC can be an important part of it. By bringing together the best of both worlds—a physical showroom with personal service, plus digital convenience—you have the tools that let you stay competitive and provide the personal, human touch that many still desire when making what is usually the second-largest purchase in their lifetime.